Kelley Phillips
Saint Louisville
Summary
Data-driven Training and Performance Leader with over 8 years of experience designing scalable training programs, operational systems, and high-performing teams in warehouse, fulfillment, and e-commerce environments. Expertise in establishing efficient warehouse operations and developing SOP-driven processes that enhance productivity and consistency. Skilled in training large teams to achieve measurable performance improvements and operational excellence. Committed to leveraging data insights to drive continuous improvement and business growth.
Overview
13
13
years of professional experience
Work History
Training & Development Supervisor
Babylist
01.2025 - Current
- Developed comprehensive training program from inception to implementation.
- Conducted comprehensive onboarding sessions for over 400 employees, focusing on skill development and operational efficiency.
- Authored detailed standard operating procedures to streamline processes and ensure compliance across all departments. Including Inbound, Receiving, Replenishment, Returns, Inventory Control, Quality Assurance, Picking, Packing, Outbound and Kitting.
- Implemented comprehensive multi-shift training initiatives to ensure consistent skill development among employees.
- Facilitated staff training on systems and reporting protocols.
- Leveraged Sigma for effective monitoring and reporting of key performance indicators.
Operations Manager
Olivela
01.2023 - 01.2025
- Spearheaded establishment of new warehouse operations, encompassing layout design, workflow creation, and system implementation.
- Developed and implemented operational processes and training programs for warehouse, retail (Nantucket), and pop-up teams.
- Trained employees on newly implemented systems and workflows to improve efficiency, accuracy, and consistency across multiple environments.
- Supervised warehouse staff and conducted performance reviews, identifying improvement opportunities and implementing corrective action plans.
- Introduced new technology into warehouse operations, streamlining workflows and improving overall efficiency.
- Reduced order cancellations due to stockouts to under 1% through improved inventory management and process controls.
Operations & Systems Manager
Design Milk
01.2018 - 01.2022
- Built and scaled the customer service department, including hiring, onboarding, and training team members on newly implemented systems and workflows.
- Designed and implemented core operational systems (Zendesk, Shopify), training cross-functional teams on usage and best practices.
- Utilized Power BI to develop performance reporting and track key operational metrics, enabling data-driven decision-making.
- Designed performance measurement systems, reducing customer service tickets from 1,129 to 908 (~20%) over five months.
- Reduced return rates from 9.2% to 2.4% through process redesign and team training.
- Reduced open order value from $18.5K to $4.3K (77% decrease), achieving the lowest level in over a year.
- Collaborated with 3PL partners to optimize order flow, inventory management, and fulfillment processes.
- Created SOPs, escalation frameworks, and reporting tools to improve operational consistency and team performance.
Office Manager
Stanford Interior Gardens
Hilliard, OH
06.2015 - 11.2018
- Designed and implemented office processes and policies to improve operational efficiency.
- Managed logistics from supplier to customer, including shipments, deliveries, and material orders.
- Trained staff on workflows and operational procedures in a fast-paced production environment.
Customer Relations Specialist II
Gap Inc
Groveport, OH
06.2013 - 06.2015
- Handled escalated customer cases across U.S. and Canada operations with a focus on customer satisfaction.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
Education
High School Diploma -
Madison High School
Madison, Ohio05-2007
Skills
- Zendesk
- Shopify
- Körber
- Mondaycom
- Salesforce
- ShipStation
- SkuVault
- Google Workspace
- Microsoft Office
- Power BI
- Sigma Reporting
- Learning management systems
Timeline
Training & Development Supervisor
Babylist
01.2025 - Current
Operations Manager
Olivela
01.2023 - 01.2025
Operations & Systems Manager
Design Milk
01.2018 - 01.2022
Office Manager
Stanford Interior Gardens
06.2015 - 11.2018
Customer Relations Specialist II
Gap Inc
06.2013 - 06.2015
High School Diploma -
Madison High School
CORE EXPERTISE
- Training Program Development
- Warehouse Startup
- SOP Creation
- Performance Management
- L&D;
- Cross-Functional Leadership
- 3PL Operations
- Systems Training
- Data-Driven Improvement